2.50
Hdl Handle:
http://hdl.handle.net/10755/182208
Category:
Abstract
Type:
Presentation
Title:
Nurses Working with Hospital Board Members to Improve Emergency Department Patient Satisfaction
Author(s):
Koon, Beth
Author Details:
Beth Koon, LCSW, DCSW, CPHQ, QI Manager, Customer Engagement, Winter Haven Hospital, Winter Haven, Florida, USA, email: Anne.Koon@winterhavenhospital.org
Abstract:
Poster presentation, ANCC National Magnet Conference: In March 2007, overall patient satisfaction in a 527-bed community hospital scored below the 25th percentile of a national patient satisfaction database. The poor scores, coupled with recent bad press resulting from a disgruntled physician's letter to the media, led the Board to require immediate action. The Emergency Department nursing leadership compiled an interdisciplinary team to improve patient satisfaction. This team included ED nursing leaders, ED direct care nurses, and other disciplines. Two hospital Board members joined the team shortly after its inception. Numerous nurse-led small experiments of change in testing turn-around times, patient flow processes, customer services, and patient information have led to continuous improvement. The direct care nurses and physicians have brought real-life input to the team. Quality Improvement and other departments' involvement have facilitated interdisciplinary teamwork to aid in these improvements. The hospital leadership and Board members provide the mechanisms and financial support to make these improvements. In large part due to the unique compilation and collaboration of direct care nurses, other disciplines and Board members, the team has been able to improve overall patient satisfaction in the ED from below the national 25th percentile (March 2007) to the national 90th percentile (November 2009). This data is communicated to the hospital Board via ED nurse representation on the hospital's Customer Satisfaction Council and through report from the ED nursing Assistant Vice President and CNO directly to the Board. It's a winning formula!
Repository Posting Date:
28-Oct-2011
Date of Publication:
28-Oct-2011
Conference Date:
2010
Conference Name:
ANCC National Magnet Conference
Conference Host:
American Nurses Credentialing Center
Conference Location:
Phoenix, Arizona, USA
Description:
The 14th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 13-15 October, 2010 at the Phoenix Convention Center in Phoenix, Arizona, USA.
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleNurses Working with Hospital Board Members to Improve Emergency Department Patient Satisfactionen_GB
dc.contributor.authorKoon, Bethen_US
dc.author.detailsBeth Koon, LCSW, DCSW, CPHQ, QI Manager, Customer Engagement, Winter Haven Hospital, Winter Haven, Florida, USA, email: Anne.Koon@winterhavenhospital.orgen_US
dc.identifier.urihttp://hdl.handle.net/10755/182208-
dc.description.abstractPoster presentation, ANCC National Magnet Conference: In March 2007, overall patient satisfaction in a 527-bed community hospital scored below the 25th percentile of a national patient satisfaction database. The poor scores, coupled with recent bad press resulting from a disgruntled physician's letter to the media, led the Board to require immediate action. The Emergency Department nursing leadership compiled an interdisciplinary team to improve patient satisfaction. This team included ED nursing leaders, ED direct care nurses, and other disciplines. Two hospital Board members joined the team shortly after its inception. Numerous nurse-led small experiments of change in testing turn-around times, patient flow processes, customer services, and patient information have led to continuous improvement. The direct care nurses and physicians have brought real-life input to the team. Quality Improvement and other departments' involvement have facilitated interdisciplinary teamwork to aid in these improvements. The hospital leadership and Board members provide the mechanisms and financial support to make these improvements. In large part due to the unique compilation and collaboration of direct care nurses, other disciplines and Board members, the team has been able to improve overall patient satisfaction in the ED from below the national 25th percentile (March 2007) to the national 90th percentile (November 2009). This data is communicated to the hospital Board via ED nurse representation on the hospital's Customer Satisfaction Council and through report from the ED nursing Assistant Vice President and CNO directly to the Board. It's a winning formula!en_GB
dc.date.available2011-10-28T15:13:57Z-
dc.date.issued2011-10-28en_GB
dc.date.accessioned2011-10-28T15:13:57Z-
dc.conference.date2010en_US
dc.conference.nameANCC National Magnet Conferenceen_US
dc.conference.hostAmerican Nurses Credentialing Centeren_US
dc.conference.locationPhoenix, Arizona, USAen_US
dc.descriptionThe 14th American Nurses Credentialing Center (ANCC) National Magnet Conference, held 13-15 October, 2010 at the Phoenix Convention Center in Phoenix, Arizona, USA.en_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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